topic Re: Email account not accepting password in Email

Email account not accepting password

e-s-99 — Mon, 20 Feb 2023 16:08:47 GMT

I updated my email settings following the instructions sent out in October, but as of 17.02.23 I cannot receive or send emails from apple mail app. How do I sort this?

Re: Email account not accepting password

Gondola — Mon, 20 Feb 2023 18:47:34 GMT

Hi e-s-99

If you got the message from TalkTalk advising "Our records show that you are still accessing your email using unencrypted email settings, because of this, from 17th February you will no longer be able to receive or send emails via this email app or software" then that means sometime in the previous two weeks TalkTalk had detected an insecure connection to the mailbox.

Are you using an Apple device that cannot support secure mail to the required TLS 1.2 protocol? i.e. MacOS prior to 10.12 Sierra?

Or is there another mail collection service, desktop, laptop, notebook, tablet, phone etc that's collecting your emails using insecure settings?

Re: Email account not accepting password

e-s-99 — Mon, 20 Feb 2023 18:46:17 GMT

Both devices that I use this email with have been updated to the new settings, and both devices support secure mail to TLS 1.2 protocol.

Re: Email account not accepting password

Gondola — Mon, 20 Feb 2023 18:52:19 GMT

That's worrying then because two weeks ago a device connected insecurely to your mailbox.

So, have a think about any other mail collection services or devices that may be connecting to your mailbox. If there's a rogue device then you need to change the email password now.

The Reset password now button in the help article Changing your email password will take you to password reset and recovery.

If you have set up password recovery options, in advance, that you recognise from the *****hints, then you can send your alternate email address a link or your mobile a 6-digit code to authorise a password reset.

Re: Email account not accepting password

e-s-99 — Mon, 20 Feb 2023 20:12:53 GMT

I don't think I made myself clear - I carried out the updates announced in October this last week when I received the email about not accessing after 17th Feb. The error message I am receiving is that my password (which I updated yesterday) is not accepted on the mail app.

Re: Email account not accepting password

Gondola — Mon, 20 Feb 2023 20:22:09 GMT

OK, so you only got around to updating the security settings just prior to the date for losing device access for anything other than webmail. Too late. Which is why the password will not get authenticated because there's no device connection to your mailbox.

You're asserting that the devices do now have secure settings and are compliant with TLS 1.2 encryption.

Prepare for TalkTalk Support - include in the Community Profile (not in these public posts):

Account holder name, TalkTalk home 'phone number (if not Data Only broadband)

Alternative mobile contact number. Full address with postcode (in the Location box)

Scroll down to Private notes to add the customer email address and account number

Check and Save changes

Select here: Update your profile

TalkTalk Support will respond here.

Re: Email account not accepting password

Ady-TalkTalk — Tue, 21 Feb 2023 14:38:55 GMT

Hi e-s-99, I've added your mailbox to the list of those to be restored to full function.

Ady